The Challenge:
- The newly combined operation revealed several challenges:
- Inconsistent complaint definitions and over-reporting, particularly within one brand.
- Limited agent autonomy, impacting resolution speed and confidence.
- Fragmented data and root cause analysis, hindering performance insights.
The client needed a unified, efficient complaint handling process that could empower frontline agents and align operational practices across brands.
The Solution:
We conducted a comprehensive review of policies, training, systems, QA, MI, and reporting—benchmarking practices with data from our Complaints Outlook research.
Key Interventions:
- Standardizing complaint definitions: Identified and addressed over-reporting through refined policy and training.
- Empowering agents: Introduced a clear goodwill policy to provide autonomy for confident, contextual responses.
- Improving MI and RCA: Delivered recommendations to enhance performance visibility and align QA, agents, and leadership.
The Results:
- 85% increase in first point of contact resolution (from 10% to 68%) by reducing over-reporting and enabling faster, more effective resolutions.
- Consistent complaint handling across all three brands through clearer guidance and training.
- Greater agent confidence and efficiency with improved autonomy and defined processes.
- Deeper operational insights via strengthened MI and root cause analysis.
This engagement helped the client unify their complaint handling approach while driving measurable improvements in both customer experience and operational performance.
